Customer Support Frontline Specialist Global Customer Support Team

Job Description

Hi there!
We are Semrush a global IT company developing our own product a platform for digital marketers. New stars are born here so dont miss your chance. This is our Customer Support Frontline Specialist role for those who can find a common language with anyone in the world.

Tasks in the role

• Manage a high volume of inbound phone calls live chats screenshare and/or emails while working independently
• Resolve customer issues with effective written and verbal communication skills indepth product knowledge and compliance with internal processes
• Educate users on the various tools offered by Semrush during individual cases and occasional training sessions
• Maintain working knowledge of Semrush products and digital marketing industry (web design SEO PPC social media content marketing etc)
• Maintain extensive knowledge of Semrush billing practices and account policies
• Work with team to identify and work towards both personal and department goals
• Recommend potential products or services to the development teams by collecting customer feedback and analyzing customer needs
• Communicate frequently with the rest of the Global Customer Support team and other departments/teams

Requirements

Who we are looking for

• Native/near native written and verbal communication skills in fluent English (2)
• Ability to solve problems fast by looking into the details
• Excellent time management skills and ability to meet deadlines with no supervision
• Strong analytical skills
• Ability to work independently and become a selfproblem solver
• Sense of ownership and accountability

Not required but a plus

• Additional languages (French/German)
• You share our common values: Trust because we prefer to speak up and be our true selves; Sense of Ownership because its not worth wasting time on something you dont believe in; and enthusiasm for Constant Changes because we are always looking to make things better

A bit about the team

You can get to know the team better at one of the interviews but some brief information about future colleagues will be useful now.

The Customer Support Frontline Team works as the first point of contact for customers when they have questions about the platform. This team helps customers resolve issues and escalate issues when needed to respective product teams.

We will try to create all the right conditions for you to work and rest comfortably

• This offer stands for the hybrid work format: some days you work from the office and some #wfh.
• Flexible working day start
• Unlimited PTO
• Hobby benefit
• Breakfast snacks and coffee at the office
• Corporate events
• Training courses conferences
• Gifts for employees

Finally a little more about our company

Semrush is a leading online visibility management SaaS platform that enables businesses globally to run search engine optimization payperclick content social media and competitive research campaigns and get measurable results from online marketing.

Weve been developing our product for 16 years and have been awarded G2s Top 100 Software Products Global and US Search Awards 2021 Great Place to Work Certification Deloitte Technology Fast 500 and many more. In March 2021 Semrush went public and started trading on the NYSE with the SEMR ticker.

users in America Europe Asia and Australia have already tried Semrush and over 1000 people around the world are working on its development. The Semrush team is constantly growing.

Our new colleague we are waiting for you!

Semrush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race religion creed color national origin sex pregnancy sexual orientation gender identity gender expression age ancestry physical or mental disability or medical condition including medical characteristics genetic identity marital status military service or any other classification protected by applicable local state or federal laws. All employment decisions are based on business needs job requirements merit and individual qualifications.